DEFINE ESCALATE, COOL IDEAS

Item: Cool Ideas Service Provider
Rating: 1

We notified #Cool Ideas, in writing, requesting our internet to be moved to a new address. This was confirmed, in writing, we were told this would happen on 1 August. All good. It is now 5 August after calling, emailing, still NO INTERNET. At 4.30 in the afternoon, Cool Ideas do not take calls. The staff go home, and we are left with NO support. How do I get a manager to take ownership and assist? I am truly at the end of my tether. HELP!

The new address was confirm, in writing. We were then called by Open Serve in order to activate our internet at the INCORRECT address. This is now day 5 of calls, emails and being told the matter was ESCALATED. To what end? We will have NO INTERNET and #Cool Ideas are not taking responsilbity either by a call or an emal.

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Replies (1)

Cool Ideas Service Provider's replyOfficial

06 Aug 2025, 13:34

Good day Wendy, Thank you for your feedback, and apologies for any inconvenience you may have encountered. We understand how frustrating the delay has been, especially after your move was confirmed for 1 August. While we aim to have relocations completed within the expected timeframe, there are times when we’re dependent on the infrastructure provider to complete their part of the process before we can proceed. Our Connect Manager has since been in touch to provide an update and will continue to monitor your case closely until the installation is finalised. We’re committed to getting you connected as soon as possible and truly appreciate your patience and understanding while we work on resolving this. Kind Regards, The Cool Ideas Team

Cool Ideas Service Provider's reply06 Aug 2025, 13:34

Official